Customer Success Manager

About the Role

The Customer Success Manager (CSM) builds strong customer relationships, ensures optimal use of solutions, and supports business growth. They collaborate with sales, product, and support teams to increase adoption, reduce risks, and identify cross-selling opportunities. The CSM monitors customer health metrics, develops success plans, advocates for customer needs internally, and delivers data-driven reports to senior leadership. They support onboarding processes, create scalable workflows for operational excellence, mentor team members, stay updated on industry trends, and maintain high customer satisfaction and retention.

Responsibilities

• Support customer onboarding and track health metrics to prevent churn.
• Identify growth opportunities and create success plans.
• Advocate for customer needs internally and deliver insights via reports.
• Drive process improvements and mentor team members.
• Ensure long-term customer retention and satisfaction.

Requirements

• Bachelor’s degree in Business or a related field.
• Minimum 5 years of experience in customer service and satisfaction, with at least 3 years in Customer Success or Account Management.
• Proficiency in CRM systems, SaaS ecosystems, data analysis, negotiation, and Microsoft Office.
• Strong communication, relationship-building, organizational, and problem-solving skills.
• Ability to work collaboratively, adapt to change, and manage priorities effectively.